Team Leader - Centurion Lounge, Seattle

American Express•Seattle, WA

1d•$65,500 - $81,000•Hybrid

About The Position

The Centurion Lounge Team Leader is the coach to a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located in the SEA Airport. A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to work together to drive outstanding business results. The Team Leader will monitor customer interactions to ensure extraordinary service, set team and individual performance goals, use performance metrics and reporting to drive performance and business results. The Team Leader will provide consistent and on-going coaching and feedback to ensure their team is performing at their highest levels. The Team Leader is an entrepreneur who is an advocate and supporter for both their team and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious and they share a passion for growth and knowledge amongst their colleagues.

Requirements

Minimum 2 years’ proactive customer service experience (premium servicing a plus)
Minimum 2 years’ supervisory experience
Airline, lounge or travel industry experience required, including reservation experience
Demonstrated passion for service with the ability to resolve customer issues and concerns
Ability to successfully understand and implement policies, procedures, and programs
Strong written, verbal and presentation skills
Ability to manage and resolve conflict
Ability to drive and measure business results
Strong analytical and creative problem solving skills
Detail-oriented with strong organizational and prioritization skills who can work well under pressure
Ability to work flexible shifts including nights, weekends and holidays are essential
Light to moderate lifting may be required for certain job tasks
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Responsibilities

Creating a cohesive team environment
Coaching your team to provide a high-touch, premium experience for all lounge guest
Inspiring your team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments
Communicating with your team to ensure that they are well informed about changes that may affect them and their customers
Managing your team to ensure adequate servicing coverage is provided 365 days per year, which may include filling in when needed
Evaluating team performance and creating development and action plans, on an individual level, that are owned and driven by each team member
Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors
Take an active role with promotional in-house events
Identifying opportunities to improve operations within the Centurion Lounge, and creating and implementing creative solutions to grow the business
Challenging yourself and your team to “raise the bar” by driving continuous improvement

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities